Crystal Lennartz highlights how independent pharmacies are combating pharmacy deserts through fair reimbursement, digital innovation, and expanded clinical services—solidifying pharmacists’ role as essential, accessible providers in their communities.
Crystal Lennartz: I'm Crystal Lennartz. I'm the president of Health Mart and Health Mart Atlas at McKesson. I'm a pharmacist by background. I've worked in or on behalf of pharmacies for over 20 years.
What are the most urgent changes or investments needed to reverse the trend of pharmacy deserts?
Lennartz: When I think about reversing the growth of pharmacy deserts, it starts with fair and equitable reimbursement models that make it sustainable for pharmacies to be able to operate and continue to serve those underserved areas.
From a Health Mart and Health Mart Atlas perspective, we're dedicated to reimbursement and other solutions that help community pharmacies better understand their bottom line and get fairly reimbursed for the care that they provide to patients.
We're also in the age of digitally enabled health care consumers and patients. As a result, I think the ability to have more investment—whether it be in operational or technology support—is critical so that pharmacies have the ability to expand their services and reach patients more efficiently.
Finally, I would say advocacy at both the state and the federal levels is essential to be able to protect patient access, recognize pharmacists as a provider so they can extend their care in their communities, and ensure that every community has access to a trusted local health care provider. Pharmacies can play a pivotal role in that.
How is Health Mart leveraging technology to improve patient outcomes in these harder-to-reach areas?
Lennartz: Health Mart is a network of about 4400 independently owned pharmacies. They have technology integrated into the care that they provide and, in particular, they're in those harder-to-reach areas, both urban and rural underserved.
We also provide operational tools and support that allow pharmacies to be able to spend more time on what they do best, which is taking care of patients and clinical services like immunizations, medication therapy management, and point-of-care testing. Technology can be integrated throughout all of those services that they provide as well.
By providing solutions that help to optimize operations, expand services, and also to help pharmacies grow their patient base, we have a newly refreshed Health Mart website. Think of it as a digital front door. We also have Health Mart Marketing Edge, which is technology-enabled. It offers pharmacies social media and marketing support that they can customize to attract new patients as well.
With traditional care models under strain, how are pharmacists stepping into expanded roles as accessible care providers?
Lennartz: Pharmacists are the most accessible health care provider, especially when we think about rural or underserved urban communities where access to other providers or the medical infrastructure might be a little bit more limited.
Many are now providing immunizations, medication therapy management, point-of-care testing, and chronic disease monitoring for conditions like diabetes or high blood pressure. I like to think of it as their helping to fill the gaps from a preventative care perspective and also providing wraparound services between those primary care provider visits—whether it's education, interventions, or follow-up—and ensuring there's that continuity of care for the patients as well.
Our pharmacies have longstanding connections in their communities, whether that be with community groups or providers. That allows the pharmacist to address the patient needs holistically, tailor the care to the individual circumstances, and, again, ensure that continuity of care. That's why, from a pharmacy perspective, we're trying to work behind the scenes to help with some of the complexities that they might have so our owners and their pharmacy teams can focus more on patient care and less on that administrative burden.
How do you envision the role of independent pharmacies evolving over the next 5 to 10 years?
Lennartz: As the health care landscape continues to shift, we'll remain focused on helping independent pharmacies—whether it's embracing the digital transformation that's happening, improving patient care, or strengthening their role as essential providers of care in their communities.
We talked about it a little bit earlier, but expansion of reimbursable clinical services will be a significant growth driver, especially if pharmacists could get recognized as providers under Medicare. There are opportunities for digital tools, remote patient care, and patient monitoring to enhance the patient convenience and maintain that personalized service. Continued advocacy will be important as pharmacists expand their role as providers as well.
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